Lakelovers Welcome Packs and Wifi

Arrive as guests, leave as friends

Inside the Welcome Pack – tea, coffee, milk and biscuits – what better way to say ‘welcome!’ than with a cuppa and biscuit?

We are delighted to introduce these carefully sourced welcome packs. Following customer feedback and the expectations of industry standards, along with Visit England’s survey results showing 80% of properties nationwide provide some form of welcome pack, we have put together this most cost-effective solution. We have trialled the Welcome Packs in some of our portfolio over the past 6 months to see what works best and what your customers say; these have been in properties sleeping 2 to 8 and here are a few comments so far:-

‘Very much appreciated on our arrival, although we had packed our own tea and coffee, we had not yet bought milk and so this was a refreshing and appreciated arrival surprise, thank you’

‘Having stayed with Lakelovers for over 20 years, we have to say, this was a nice surprise and the biscuits very tasty, thank you’

If you are fortunate enough to have received a ‘Gold Award’ with your Visit England accolade, then this is the solution to adding extra weight to your welcome procedure.

Why introduce these packs now?

It’s clear that we need to evolve our service with rising expectations and stay abreast of industry requirements. We believe that the addition of the Welcome Packs will help promote a better first impression.

All wrapped up – signed, sealed and delivered!

Containing tea, coffee, sugar, biscuits and milk all in simple and easy to use sachets – enough for up to 8 people for an initial hot drink. Packs cost £4 each. Great value for a great welcome! A small price to pay to keep a smile on your guests face.

If you’d like to sign up for a welcome pack, please fill out this form.

Why choose WiFi?

WiFi has become one of those vital services in the minds of many potential guests whilst some guests are only too happy to be ‘off grid’ and away from emails and potential thoughts of work! We all know that WiFi services are variable and can drop out at the most inconvenient times – no doubt when guests are on that vital email…How do you manage the expectations that guests have about WiFi service? Here are some pointers gained from our experience of guest feedback:

Provide an A5 laminated sheet of ‘all you need to know’ about your WiFi service to be placed in the property information folder.

Manage expectations of your service – in your sheet of information, remind guests that the service is provided for a reasonable amount of data usage (suggesting a weekly data usage limit) and that speed of service may be limited due to location.

Make it clear how to get help in case of faults – again, in the information you provide about WiFi (user name, password etc.) tell your guests if there is a way to resolve problems themselves – such as the old favourite of turning the router off and on, or if they can call you for advice. When there are technical faults, you as the owner will need to be prepared to contact your service provider to seek a solution – companies such as BT will only speak to the bill payer on such matters.

Alternative provision – Lakelovers have a small supply of dongles (a device to allow computers to pick up WiFi from a mobile signal) which can sometimes be used as a ‘sticking plaster’ provision dependent on the location of your property and mobile signal strength. The potential to provide a dongle is assessed on a case by case basis. If no solution to an absence of WiFi service is available within your property, we suggest you have a list of local hot-spots that guests may use such as pubs or cafes.

Compensation requests – In some cases, compensation may be appropriate for guests who have had limited or no access to WiFi. WiFi is not a core service provision for your property in the same way that heating and water services are. However, as an advertised facility, there will be occasions when some token compensation may be appropriate and we will discuss this with you when alerting you to any problem.

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